August 31, 2023
DoorDash has launched an AI-powered voice ordering platform, to help restaurants respond to all calls they receive and boost sales.
The system will also provide customers with curated recommendations to complement their meals.
“Customers expect more from restaurateurs, and in return, restaurateurs expect even more technology-forward solutions from us – including support for phone channels to meet customers where they're ordering,” said Rajat Shroff, DoorDash’s head of product and design. “Supporting operators by capturing customer demand through investments in our voice product is one way we’re delivering more and enabling our partners to grow their business.”
The launch follows a DoorDash study that found one in five customers prefers to order over the phone. It also found, however, that up to 50% of customer calls are left unanswered, meaning operators are “leaving revenue on the line.”
The shift toward online delivery was accelerated during the pandemic and is showing no signs of slowing down. As such, restaurants are having to boost their online customer service and prioritize rapid delivery and response time.
The AI tool will be coupled with human agents to not only significantly reduce waiting times for customers, but also reduce labor pressures on the human workforce. With the AI agent helping answer calls, staff can focus on other in-store tasks and in-person hospitality needs.
This is not the first time automated voice assistants have been harnessed to meet customer demands and ease ongoing staff pressures in the restaurant industry. Earlier this year, Wendy’s announced a pilot of Google’s AI chatbot for its drive-thru service, while Wingstop rolled out voice bots for online or phone orders.
Last April, Popeyes launched an AI ordering platform, while Panera Bread began testing an AI-powered chatbot at two of its upstate New York restaurants.
This article first appeared on IoT World Today. To get the latest IoT news, advice and insight, sign up to the newsletter.
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